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A British Airways passenger has shared video footage of the 'unacceptable' conditions they endured on a £4,000 first-class flight.
Jarvis Marcos, 37, was flying first class from Mexico to London with his girlfriend, Kamara Harding, when they had the negative experience.
Jarvis claims not only did they encounter 'dirty, scuffed seats' but there was allegedly water dripping from the roof. Jarvis claims that not only was the cabin 'falling to pieces' but the seats appeared not to have been cleaned, which he found particularly worrying given the ongoing Covid-19 pandemic.
You can watch the clip below:
Despite Jarvis claiming the trip would have cost £4,000 without air miles, he was shocked when British Airways offered only a £150 per person voucher as compensation.
Jarvis even juxtaposed the video with footage of a first class Emirates flight, where he experienced Dom Perignon champagne and 'mounds of caviar'.
"There were large gouges missing out of the seat itself and the surrounding of the seat," said Jarvis.
"Chunks of leather had been gouged out to the point where you could see the metal skeleton of the seat underneath.
"The seat also didn't fully recline into a bed despite that being something they advertise as part of the service, because the mechanics of the seat were broken.
"The seats also clearly hadn't been cleaned, which especially during Covid is just not acceptable. There were crumbs in the storage cubby holes and streaks of a sticky liquid on the tray tables which had dried on and not been cleaned.
"The air conditioning above my girlfriend's seat was leaking and dripping water onto her which is also particularly unacceptable during Covid, as that's what filters the air."
Jarvis, who runs a luxury travel review website and travel agency, flies around 100,000 miles a year and has visited 61 countries.
He continued: "BA always seems one of the worst airlines when it comes to first and business class - the bottom of the barrel.
"It's just the Dreamliners that have this problem and BA said they are aware of an issue with the seats.
"The problem is that they tend to do the longer routes because that's what they're designed for so you tend to do the longest flights on the most broken down planes.
"They offered me £150 per person as compensation for all of the issues we had which implies that that experience was only £150 away from the ideal experience that BA would hope you would have.
"It's unacceptable. There's no reason why a paying customer in any cabin should expect a seat that isn't clean or has air conditioning dripping on them.
"What makes it particularly bad is that first class is advertised as being this supremely luxurious experience but that's not true."
Jarvis went on to claim he had received messages from other fellow first-class travellers and friends who claim to have had similar issues.
"I have to look at it from the view of potential clients who could be on a once-in-a-lifetime trip like their honeymoon," he said.
"The thought of somebody saving up all of their money and spending it on BA is horrifying."
British Airways apologised and said their aircraft go for maintenance on a regular basis and they are investigating why Jarvis' experience 'clearly didn't meet their usual high standards on this occasion'.
The airline added that the health and safety of their customers was their top priority, while they have invested £6.5billion in their fleet, inflight cabin product and catering.
A spokesperson for British Airways said: "We've apologised to Mr Marcos and are investigating what went wrong, as his experience clearly didn't meet our usual high standards on this occasion."
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